Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee a portfolio of strategic and enterprise-level accounts, serving as their main point of contact and advocate.

• Formulate long-term success strategies that align with customer objectives and desired results.

• Enhance revenue retention and expansion through upselling and cross-selling opportunities in collaboration with Sales.

• Recognize at-risk accounts by analyzing health, usage, and sentiment indicators; lead save initiatives and monitor churn reasons.

• Organize and present Executive Business Reviews, crafting value narratives for client leadership.

• Handle escalations in their entirety alongside Engineering and Product teams while keeping stakeholders informed.

• Follow up on roadmap commitments and interim solutions with Product and Engineering.

• Daily monitor usage, health, and support activities to pinpoint escalation risks.

• Communicate customer trends to Product, Support, and Sales teams.

• Transform successful clients into references.

• Contribute to documentation efforts and provide mentorship to junior team members.

⛳️ Requirements

• A minimum of 2 years of experience in a start-up or scale-up environment, preferably within the fintech or payments sectors.

• Experience managing high-value accounts ($100K+ ARR) in customer success, account management, or similar client-facing positions.

• Exceptional relationship and stakeholder management abilities, including executive presence and fluency with C-suite executives.

• Strong commercial acumen, with a proven track record of driving retention and expansion.

• Capability to translate usage and health data into a compelling value narrative for Executive Business Reviews.

• Proficiency in project management and coordinating cross-functionally with Support, Product, Engineering, and Sales teams.

• Ability to work autonomously, manage your own schedule, and adapt as the role progresses.

• Skill in de-escalating client issues and taking responsibility for mistakes rather than placing blame.

• Willingness to take occasional early morning or evening calls with global teams.

• Experience in the ERP, accounts payable, or payments field is a plus.

• Familiarity with Zendesk, HubSpot, Jira, Slack, Confluence, Omni, and Claude is advantageous.

• Transferable skills from project management, onboarding, consulting, or delivery roles are welcomed.

🏝️ Benefits

• Options for remote, hybrid, and flexible working arrangements.

• A global team spanning APAC, North America, and EMEA.